It major incident management response and communication
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IT Major Incident Management Response and Communication. A Collaborative Approach to IT Major Incident Management. Nancy Proctor Chris Wright K evin Chenoweth October 2012. Collaborative Approach to IT Major Incident Management. Objective: Expeditious Return to Normal Operations Managed

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IT Major Incident Management Response and Communication

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It major incident management response and communication

IT Major Incident Management Response and Communication

A Collaborative Approach to IT Major Incident Management

Nancy Proctor

Chris Wright

Kevin Chenoweth

October 2012


Collaborative approach to it major incident management

Collaborative Approach to IT Major Incident Management

  • Objective: Expeditious Return to Normal Operations

    • Managed

    • Measured

    • Deliberate

    • Safe

  • Collaborative effort: IT; Hospital Administration; VUMC Communications; (Inpatient) Systems Support Services; (Outpatient) Operations Systems Engineering, Operational Units; Others as needed


It major incident definition

IT Major Incident Definition*

  • High impact, or potentially high operational impact

  • Requires a response that is above and beyond that given to normal incidents. Typically, requires:

    • Cross departmental coordination

    • Management escalation

    • Mobilization of additional resources

    • Increased communications

*ITIL Incident Management


It major incident phased response and escalation points

IT Major Incident Phased Response and Escalation Points

  • Phase 1From IT Incident Awareness to activation of IT Technical Conference Call Bridge

  • Phase 2From Activation of IT Conference Call Bridge to Activation of Administrative Conference Call Bridge

  • Phase 3From Activation of Administrative Conference Call Bridge to Return toNormal Operations


Communication protocols

Communication Protocols

  • Early “Heads Up” Advisory to Hospital Administrative Coordinators (via text page)

  • Technical IT Conference Call Bridge (CCB#1)

    • Reserved for IT troubleshooting and internal IT communications only

  • Administrative Conference Call Bridge (CCB#2)

    • Reserved for IT and Hospital Administration communication, and coordination of Operational response

    • Activated by IT on request from Hospital Administration

  • Medical Center Alerts and Communications

    • IT and Operations jointly approve content of alerts and medical center communications


Roles and responsibilities incident manager

Roles and ResponsibilitiesIncident Manager

  • Helpdesk Manager On Call assumes the role of Incident Manager*

    • Coordinates initial incident response and IT impact assessment

    • Liaise with Helpdesk, workgroups, and Informatics Admin On Call

    • Communicates IT impact assessment and status updates to Informatics Admin On Call, (via DR Admin on Administrative Conference Call Bridge if activated)

    • Maintains list of impacted systems and status

Currently Helpdesk Manager but this may change


Roles and responsibilities informatics administrator on call ic aoc

Roles and ResponsibilitiesInformatics Administrator On Call (IC AOC)

  • Provides IT leadership and direction

  • Communicates impact assessment and status updates to Hospital Administration (ACs and AOC, depending on “phase”)

  • Presence on either Conference Call Bridge dependent on Incident Management Phase

  • Provides input to, and approves content of, enterprise communications

  • IT Counterpart to Hospital Administrator On Call


Roles and responsibilities systems support services operations systems engineering

Roles and ResponsibilitiesSystems Support Services/Operations Systems Engineering

  • Receive initial notification from Helpdesk

    • Receive notification when Technical CCB is opened; SSS Primary On-Call will join the bridge to receive status briefing

    • Escalate to Systems Support Management as necessary

    • Assist with impact assessment(s), workarounds, end user communications, resource requirements, issue verification, and recovery verification

    • Provide advice re need for House-wide downtime

    • Assess need for StarPanel banner message; provide input to IT AOC and Hospital ACs on content

    • Receive notification when Administrative CCB is activated

  • Interact with Informatics Center Admin On Call, Hospital ICs, IT Leadership Liaison, Hospital AOCs on CCB #2 (Admin Bridge Line)


Roles and responsibilities hospital ac administrative coordinator

Roles and ResponsibilitiesHospital AC (Administrative Coordinator)

  • Receives initial “heads up” text alert, notification of IT Conference Call Bridge activation (but does not join call), and IT impact assessment from IC AOC

  • Conducts operational impact assessment

  • Determines need to activate Administrative Conference Call Bridge (CCB#2)

  • Determines need for overhead announcements, alerts and enterprise communications

  • Collaborates with IC AOC on content of announcements, alerts, and enterprise communications

  • Engages other Operational (non-IT) resources as necessary

  • Determines need to escalate within Hospital Administration hierarchy


Roles and responsibilities hospital aoc administrator on call

Roles and ResponsibilitiesHospital AOC (Administrator On Call)

  • Receives initial notification and/or updates from Hospital Administrative Coordinator

  • Joins Administrative Conference Call Bridge

  • Leads Operational Response Activities

  • Establishes communication with IC AOC via Administrative Conference Call Bridge

  • Determines need to activate Emergency Operations Center (EOC)

  • Determines need for overhead announcements, alerts and enterprise communications

  • Collaborates with IC AOC on content of announcements, alerts and enterprise communications

  • Engages other Operational (non-IT) resources as necessary


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